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Sheffield Wednesday Football Club

Customer Charter Season 2020/21

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CONTENTS

Club Motto 4

Introduction 4

Background 4

Customer Service 4

Staff Conduct 4

Information and Policy Statements 4

Community Programme Aims and Objectives 5

Charity Policy 5

Safeguarding Children and Vulnerable Adults 6

Children and Young People Attending Matches 6

Merchandise 7

Retail opening hours 7

Refund/Exchange Policy 8

Ticketing 8

Ticketing Policies 8

Pricing 8

Allocation 8

Concessions 8

Family Area 8

Loyalty and Membership Schemes 9

Away Matches 9

Cup Competitions 9

Abandoned Matches 9

Returns/Refunds 9

Accommodating Visiting Supporters 9

Stadium Plan 10

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Social Media 10

Our Complaints Policy 10

How do I make a complaint? 10

What happens next? 11

What do I do if I am unhappy with the reply to my complaint? 11

Is it worth me complaining? 11

Equal Opportunities 11

Fans Code Of Conduct 12

Fan Watch - Hillsborough Stadium Spectators Code of Conduct 12

Language 12

Safety 12

Ground Regulations 12

Data Protection 12

Supporter Engagement 12

Supporters Groups 13

Wednesdayite 13

SODA 13

London Owls 13

Wise Old Owls 14

East Midlands Owls 14

Scottish Owls 14

New York Owls 14

SWSWSWS 14

Contact Details 15

Chairman & Directors 17

Club Staff 15

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Club Motto

Consillio et Anamis (By Wisdom and Courage)

Introduction

Sheffield Wednesday Football Club (SWFC) aims to achieve the following goals, at all times throughout our business:

• To perform to the best of our ability

• To deliver excellence across the business

• To measure and improve on customer satisfaction by constantly reviewing processes and procedures and creating plans and executing actions to address any areas for improvement

• We hope that publishing and constantly reviewing this Customer Charter will help us to provide good service, therefore improving our ability both to attract new customers and retain existing customers.

COVID-19

Please note that all club policies listed and referred to in this document are notwithstanding ongoing

regulation changes due to the COVID-19 pandemic.

Background

This Customer Charter has evolved since the publication of the Football Task Force report in December 1999. The report recommended that football clubs should publish details on a range of their policies, including ticketing, supporter consultation, community activities and customer service. SWFC welcomes the opportunity to make its relevant policies known, as part of the club's desire to continue its good relations with its supporters.

Customer Service Our Customer Services can be contacted during normal business hours as follows: Telephone: 03700 201867 E-mail: Specific departments have specific email addresses (all email addresses on page 15) Mail: Sheffield Wednesday Football Club, Hillsborough, Sheffield S6 1SW

Staff Conduct

SWFC expects its entire staff to provide the highest standards of care and attention to all supporters and customers. Training and support is provided to ensure that these standards are maintained and to support staff in their personal development and promote job satisfaction whilst maintaining the highest level of customer experience

Information and Policy Statements

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The Club publishes its position on major policy issues on our official website (www.swfc.co.uk) and/or matchday programme and will give the earliest possible notice of changes to any of our policies. This Customer Charter is available to read via our website. SWFC's contact information is shown at the end of this document and is also published in the matchday programme and on our website.

Community Programme Aims and Objectives

The Sheffield Wednesday Football Club Community Programme (SWFCCP) is the Football Club’s charitable

arm, established to support the development of cohesive communities around South Yorkshire and to seek to

increase engagement, training provision and support amongst its residents working across four key themes:

• Participation

• Social Inclusion

• Health and Wellbeing

• Education

We endeavour to encourage confidence, active lifestyle and participation of sport regardless of gender,

ethnicity and disability.

The SWFCCP enjoys major success in connecting the local community to our club and is widely recognised as

an exciting market leader.

The SWFCCP fits under five key aims:

• Raising educational achievement

• Creating pathways to employment

• Building healthier lifestyles

• Bringing communities together

• Reducing crime

The SWFCCP is ground-breaking and its innovative programmes are delivered - notwithstanding revised

regulations given the COVID-19 pandemic - through a regular presence in schools, working with disadvantaged

or socially excluded groups in society, through crime reduction and community-based football coaching

sessions.

SWFCCP is committed to a partnership approach which takes SWFC’s brand, facilities and resources, and uses

this to engage wider communities and offer a range of opportunities to Sheffield’s citizens delivered in a highly

innovative and inclusive manner.

For more information regarding the SWFCCP, please contact Marcus Brameld, Community Manager, by telephone on 0114 3240523 or in writing to Sheffield Wednesday Football Club, Hillsborough, Sheffield, S6 1SW. Details and news from the community programme can be found in the ‘Community’ section of our website.

Charity Policy

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Sheffield Wednesday Football Club make non-cash donations where appropriate to registered charities, community groups, religious groups, schools, nurseries, nursing homes and Armed Forces organisations. Donations are made on the understanding that individual charitable organisations will auction or raffle the items for fundraising purposes. Any item donated is at the club's discretion and applications must be made in writing. Full details of the club’s Charity Policy can be found in the ‘Club’ section of our website.

Safeguarding Children and Vulnerable Adults Sheffield Wednesday believes that the general wellbeing and welfare of all children, young persons and vulnerable adults who are involved with the club in any way, is of paramount importance. Therefore the club provides a safe setting for any child or young person under the age of 18. We encourage best practice in Child Protection matters in a spirit of partnership and openness with all children, their families and local agencies. Full details of the club’s policy and procedures can be found in the ‘Fans’ section of our website.

Children and Young People Attending Matches

Home matches (a) Age Limits

1. Tickets will be sold to persons aged 14 years and above. Only persons aged 18 years and over may

purchase a ticket for an Under 14. Where tickets are purchased at the turnstiles on the day of the

game the Operators will check the age of the ticket buyer where there might be doubt on this point.

(b) Unacceptable Behaviour

2. The Club`s standard procedures, involving their trained stewards, will apply in cases of unacceptable

behaviour (following warnings and the child/young person having been given the opportunity to

control their conduct). This includes possible ejection from the ground. However, care will be taken to

ensure the safekeeping of young people with the respective parent/responsible adult accompanying

the respective person at all times and/or the Police (when present) taking responsibility for the

individual.

Away matches

(a) Scope of guidance 3. For attendance at away matches these policies and procedures will be applied directly to those

children and young people travelling on journeys endorsed and managed by the club, these are

journeys organised directly by the club.

4. Additionally however, the guidance is recommended to all those who travel with the club`s formally

recognised Supporters Organisation(s) or who travel independently or with unapproved operators.

(b) Age limits

5. Tickets will be sold to persons aged 14 years and above. Only persons aged 18 years and over may

purchase a ticket for a person under 14 years of age.

6. Under 14s must be accompanied on an away trip by a responsible person aged 18 years or over.

(c) Travel arrangements

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7. Selected Club Stewards will travel on club managed away trips. They will have successfully cleared a

Criminal Record Check (Disclosure and Barring Service) at the Enhanced Level for the category of

‘Chaperones’ and the club will provide appropriate training concerning safeguarding children.

8. Drivers of transport organised by the club will also hold a current successful Criminal Record Check.

9. A register of travellers on each official bus/coach will be held centrally by the club’s Ticket Manager or

nominee and the respective Club Stewards will know how to access details these readily and quickly

should the need arise. This information will contain details of the emergency contact telephone

numbers for each person plus the details of the responsible adult for any under 14s travelling.

10. Seats will be allocated to individual supporters travelling on the club’s pre-booked transport.

Children under five years

11. For an adult wishing to take a child under five years of age to a match there will be a charge for the

child at all home and some away matches – as specified by the club(s) concerned - but the following

factors should be considered before bringing the child to a game:

• Weather conditions

• Arrangements for storage of and access to pushchairs

• Noise levels at the game

• Proximity from the pitch e.g. danger from stray footballs

• The child’s attention span, young children can become easily bored

• Arrangements to prevent the child becoming lost

• Ensuring that the child knows how to contact their accompanying adult if lost and how to

contact a steward. They must never meet up or leave with a spectator they do not know.

• Actions should there be an emergency evacuation

Conclusion

12. The above policies and procedures are designed to help ensure the safety of children and young

people attending the club’s matches, both home and away.

13. They are incorporated into the Club Regulations for Ticketing and Match Operations and the relevant

Codes of Conduct.

14. Additionally, they will enhance the enjoyment of the game providing the safe environment which is

essential for the peace of mind of our young spectators and their parents/guardians alike.

15. Any concerns about a child during the game must be reported to a Club Steward or at any other time

to a member of staff including where appropriate, the Club Safeguarding Officer.

Merchandise

Retail opening hours The official retail outlet of Sheffield Wednesday is the Owls Megastore, situated off Penistone Road, behind the North Stand at Hillsborough. Normal opening hours are 9.00am – 5.00pm Monday to Saturday, but may vary from time to time throughout the year, including extended opening hours on matchdays. Revised opening hours when necessary will be published on our official website. Supporters may buy tickets and merchandise online 24 hours a day at the official online shop, which can be found in the ‘Megastore’ section of our website.

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Refund/Exchange Policy SWFC will always offer refunds/exchanges on merchandise in accordance with standard retail practices and as part of the Sale of Goods Act.

Ticketing

Ticketing Policies SWFC's progressive ticketing policies have been in place for a number of years and pre-date the Football Task Force report. We offer a range of ways to buy tickets, including a print at home facility when purchasing tickets via www.swfc.co.uk/tickets.

Pricing A broad range of ticket prices are available, including prices to support students and Armed Forces personnel. Special initiatives are occasionally run on a one-off basis for tickets bought in advance of the matchday. A finance scheme is available for supporters to pay for their Season Ticket by instalments, terms and conditions apply. Full details are available in the ‘Season Ticket’ section of our website or by calling or visiting the Ticket Office situated in the Owls Megastore.

Allocation SWFC is committed to making at least 15 per cent of tickets for each home match available to non-Season Ticket holders.

Concessions Concessionary prices are available to junior supporters and senior citizens (under 11s, under 17s, under 21s and over-65s) for both Season Tickets and match by match tickets. We also have an under 5s price for match tickets. Match ticket discounts are given to Owls Members which are available to adults, senior citizens, full time students, Armed Forces personnel, junior under 17s and junior under 11s. Sections in the North, Kop and West Lower Stands are allocated exclusively for disabled spectators and their helpers. Further requests regarding these facilities (and those for the visually impaired) should be made through our Ticket Office on 03700 201867 or can be emailed to our Disability Liaison Officer, Alastair Wilson at dlo@swfc.co.uk. For full information regarding our disabled facilities please visit the ‘Fans’ section of our website.

Family Area

Sheffield Wednesday are dedicated to providing a family friendly environment both in and around Hillsborough Stadium and were delighted to be awarded the EFL Family Excellence Award in 2013, 2014, 2015, 2017, 2018 and 2019. The club only missed out on the award in 2016 by the narrowest of margins but our status was reinstated the following year and has since remained.

The official Family Area is situated within the South Stand Grandstand. The Family Area offers an excellent, unrestricted view of the pitch, and has wide enclosed concourses, large catering facilities and television screens. A range of pre-match activities are available for youngsters aged 14 and below. Ollie the Owl is on

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hand to meet and greet supporters and members of the first team squad occasionally make a pre-match appearance.

Stewards are always on hand to ensure all supporters are safe and comfortable within any section of the stadium and will provide assistance with finding your seat, if required.

Should you encounter any instances of anti-social behaviour, this can be reported to the nearest steward or direct to the Stadium Control Room by texting 07963 138580 on the matchday. Please provide as much information as possible including row and seat numbers as well as names or descriptions if possible.

Loyalty and Membership Schemes Owls Membership is available for the 2020/21 season with many benefits for supporters, including an adult discount on home league game tickets, priority on home and away tickets, points to spend in the Owls Megastore, an ongoing loyalty points redemption scheme and more. Details of the Owls Membership scheme are available in the ‘Tickets’ section of our website. Season Ticket holders and Club Members receive WednesdayCard points for purchases made on official SWFC merchandise at the Megastore. WednesdayCard points are only awarded for non-sale item purchases.

Away Matches

For away matches where tickets are in short supply, the Club makes tickets available in a priority order. Although the specific details may change from game to game, priority is normally given to Season Ticket holders, Members and supporters who regularly attend away matches. For certain games supporters’ Ticket Priority Points total will be used to allocate priority for purchasing tickets. Full details of individual games can be found on our official website or by calling or visiting the Owls Megastore. Full details of the Ticket Priority Points scheme can be found in the ‘Tickets’ section of our website.

Cup Competitions Cup competition match pricing is usually set by the host club, as determined by the relevant draw procedure for the respective competition. Tickets for home cup matches are usually sold at regular matchday prices. However, in the early rounds of cup competitions prices are reduced where possible. Pricing for individual games will always be published in the ‘Tickets’ section of our website.

Abandoned Matches In line with EFL recommendations, if a game is abandoned after spectators have been admitted but before a ball has been kicked, a free replacement ticket will be offered to all spectators. If a fixture is abandoned after kick-off, arrangements will be made for spectators to pay half price admission at the rearranged game. Full details on any abandoned fixtures will be made available on our website as soon as a decision is made and the visiting club informed.

Returns/Refunds Full refunds are available on match tickets where the tickets are returned to the Ticket Office at least 24 hours before kick-off. No refunds are available for Season Tickets.

Accommodating Visiting Supporters

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SWFC supports EFL regulations governing the allocation on tickets to visiting clubs in that the club meets the criteria laid down requiring 10% of capacity, or a minimum of 2,000 tickets. The minimum allocation of tickets issued to visiting supporters for cup games will be 15% of capacity.

Stadium Plan

Social Media

Sheffield Wednesday have official social media accounts on Facebook, Instagram, TikTok, Twitter and

YouTube. Supporters can access official information and news on Sheffield Wednesday through these

accounts, together with our website. Supporters should note that if they chose to contact us through these

channels we cannot guarantee a response. Those wishing to enquire about a particular department should

follow the procedure outlined in the Customer Service section of this Customer Charter.

Complaints Policy

Whilst we aim to deliver a high level of customer satisfaction, we acknowledge that from time to time problems do occur. We are committed to ensuring that every effort is made to resolve any difficulties quickly and to your satisfaction. However, in the unlikely event that you feel your issue needs to be escalated, you can contact us in person, via email or by telephone. If you feel we have fallen short of your expectations, be it the level of service you have received, a policy we operate, or a product we have sold, it is important you let us know.

How do I make a complaint?

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It is important to us that you raise any concerns you may have as soon as you can to help us bring the issue to resolution in a timely manner. As soon as the issue is identified, we ask you immediately to raise this with the relevant member of staff related to your query, or their line manager. Should the matter not be resolved, we request that you elevate your issue including as many details as you can indicating the department where you feel responsibility lies. This can be done by emailing the relevant department email address or by writing to us at Sheffield Wednesday Football Club, Hillsborough, Sheffield, S6 1SW.

What happens next?

We will endeavour to acknowledge and respond to the complaint within 48 working hours of receipt and look

to resolve the issue within seven working days. Should we require further time to investigate, we will provide

updates at agreed timeframes. On occasion, should a single issue lead to a particular volume of

correspondence, the club will address this on our website.

It is our policy that the department to which your complaint relates is responsible for the reply. As soon as a complaint is received, this will be assigned a priority based on the criteria outlined in this Customer Charter and will be handled by the manager within that department. The manager dealing with your issue will provide an acknowledgement, with a brief overview of actions to be taken and a date to provide the next update, their name, position within the business and any required contact details.

What do I do if I am unhappy with the reply to my complaint? You can refer the complaint to the Independent Football Commission, all communications should be sent to The Independent Football Ombudsman, Suite 49, 57 George Street, Leeds, LOS1 3AJ, or email: contact@theifo.co.uk. Alternatively, call 0800 588 4066, the IFO will investigate and report findings back to all parties.

Is it worth me complaining?

In a world where people all have differing opinions, it is difficult for us to implement policies and procedures that will always satisfy everyone. It is of the utmost importance that you take time to raise your concerns to us when you feel we have got something wrong. The only way we can improve is to listen to your feedback and act on this where possible.

Equal Opportunities SWFC is an equal opportunities employer and welcomes applications for any group. Equality Policy All club staff, members, supporters and clients will be treated fairly and respectfully with full regard to the protected characteristics of the Equality Act 2010 of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Fans Code of Conduct

Fan Watch - Hillsborough Stadium Spectators Code of Conduct

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Our aim is to maintain family values and eradicate anti-social behaviour which causes offence. We are committed to preventing provocation and incitement of other individuals which may lead to breaches of the peace.

Language – obscene, racist or homophobic chanting is a criminal offence and offenders may be ejected from

the stadium and arrested and could face a club ban and/or prosecution.

Safety is of paramount importance and we will not allow spectators to act in a way which may put themselves

or others at risk. We have extensive CCTV coverage in all parts of the ground, including concourse areas, with recording facilities. Spectators who are seen to be breaching our Code of Conduct may be excluded from the game in progress, future games and may receive a club ban. Genuine football fans are often let down by the actions of a small minority who seek to ruin the enjoyment of others by use of bad language, racist or homophobic comments or by using inciting behaviour likely to lead to a breach of the peace. We are committed to making your day enjoyable, but if you have cause to complain about other fans' behaviour, please bring it to the attention of the nearest steward. If you feel it is too intimidating to approach a steward, text us on 07963 138580 and we will deal with your complaint swiftly and in complete confidence. Please include the relevant row and seat number/s and a brief description of the complaint. We will then monitor the area you have pinpointed and take the necessary appropriate action. Alternatively, call us on the working day after the game in question on 03700 201867 and discuss your complaint with us, e-mail: operationenquiries@swfc.co.uk or write to: Stadium Operations Manager Sheffield Wednesday Football Club Hillsborough Sheffield S6 1SW

Ground Regulations Entry to the stadium when is expressly subject to acceptance by the visitor of the Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association, The Premier League and The EFL in respect of the relevant competition. The Ground Regulations can be found in the ‘Club’ section of our website.

Data Protection Sheffield Wednesday complies with The Data Protection Act 2018 and all other relevant legislation. The club is committed to the safe handling, use, storage, retention and disposal of personal data. Our privacy policy is available to view online within the ‘Fans’ section of our website. The club have appointed EFL Digital with respect to certain services, including those provided through our website. EFL Digital is responsible for ensuring data protection is in place in respect of any user data collected via the website. The Terms of Use, Privacy Statement and Subscription Terms and Conditions of those services are accessible through links in the footer of the website.

Supporter Engagement

In accordance with government guidelines, Sheffield Wednesday are committed to holding at least two, if not more, supporter group meetings per year with senior club officials.

Supporters Groups

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Several independent supporters groups exist within the Sheffield Wednesday community, each with its own focus, aims and objectives. The club aims to have regular and relevant dialogue with these groups where possible on a consistent basis.

Wednesdayite Fans group Wednesdayite are an independent body of Sheffield Wednesday supporters. Contact details: Website www.wednesdayite.com e-mail: enquiries@wednesdayite.com Telephone: 0845 0091867 Fax: 0845 009 1889

Sheffield Wednesday Supporters Trust

The Sheffield Wednesday supporters Trust was established in 2020. The Trust is a Community Benefit Society

organised around democratic principles (one-member, one-vote) and regulated by the Financial Conduct

Authority. The Trust is part of the Football Supporters Association and its main objective is to strengthen the

voice of fans and their connection and influence with Sheffield Wednesday Football Club. Membership costs

£10 per year. The fee provides members with a £1 share in the Trust, supports the Trust's community

activities, and helps with running costs.

Website - https://swfctrust.co.uk

Email - swfcst@gmail.com

Twitter - @SWFCtrust

The Trust also have other social media profiles on Facebook and LinkedIn.

SODA – Sheffield Owls Disabled Association SODA aims to foster a strong relationship between itself and Sheffield Wednesday to enhance the opportunities and facilities offered to disabled supporters, home or away. The terms agreed for disabled people is not merely restricted to supporters of Sheffield Wednesday but also include those who visit from other football clubs. SODA as an organisation has a core ethos of inclusiveness and has no desire to exist purely for the benefit of disabled people. The association also aims to include those who devote much of their lives to disabled people, helping them to actively participate in everyday life. For further details or enquiries, please contact Chris White (SODA Chairman): Wharfedalewhite@aol.com

London Owls

Formed in 1974, The London Owls is an active supporters club for Wednesdayites living in London and the South East. The London Owls arrange travel to most games where possible, home and away, outside the London area as well as organising many social and sporting activities throughout the year. Contact details can be found by visiting: www.londonowls.co.uk

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Join by e-mailing: londonowls.membership@gmail.com or writing to The London Owls, PO Box 233, Borehamwood, WD6 3WA

Wise Old Owls

The Wise Old Owls is Sheffield Wednesday's over-50s Luncheon Club (membership fee only £1) with around 180 members. They meet on the third Wednesday of the month, normally in the 1867 Lounge at the stadium when possible, at 12 noon with lunch at 12.30pm. They usually have an excellent guest speaker, not always connected with football, and also organise two day trips each year plus a Monday to Friday holiday. There is a Members Free Cash Draw every quarter. Anyone over the age of 50 who is interested in joining the Wise Old Owls should call 01709 365855 and you will be made most welcome.

East Midlands Owls

The East Midlands Owls is an independent supporters' group which launched in June 2011 and aims to bring together the wider East Midlands Sheffield Wednesday fan base. The group arranges home and away travel and places to meet up prior to games and is aimed at families, individuals and groups of supporters. They can be contacted via their official website: www.eastmidlandsowls.co.uk or by email at eastmidsowls@gmail.com

Scottish Owls

Formed in 2012, the Scottish Owls is an independent fan group for Wednesdayites north of the border. The club aims to bring together Owls fans from across Scotland and organise travel to games home and away. Contact the Scottish Owls by emailing Scottishowls@gmail.com, visiting their Facebook page at facebook.com/scottishowls or follow the group on Twitter @scottishowls

New York Owls

Formed in early 2012, the New York Owls are a group of fans from all over the tri-state region (New York, New Jersey, Connecticut). The New York Owls are made up primarily of expatriates but with a good sprinkling of born and bred Americans. They meet up for every televised game at their home bar - The Football Factory at Legends, situated right next to the Empire State Building in Manhattan. Visit www.newyorkowls.com for more details. Like the New York Owls on Facebook at facebook.com/nyswfc or follow the group on Twitter @twitter.com/newyorkowls

SWSWSWS

The South Wales, South West Sheffield Wednesday Supporters group was formed in 2011 by Cardiff-based Wednesday fan George Eustice. Having started with a small number of members via a Facebook group, over time the numbers have flourished.

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With a large catchment area, the SWSWSWS are constantly finding new Owls fans in South Wales and the South West. Regular lift sharing and even bus trips to games are now commonplace when possible. Owls fans can register at www.swswsws.co.uk to join the Wednesday supporting community to share lifts and banter along the way! Connect with SWSWSWS on Facebook or follow the group at twitter.com/swswsws For further details contact George Eustice at george.eustice@swswsws.co.uk or board member/webmaster Rob Stones at rob.stones@swswsws.co.uk

Contact Details

Sheffield Wednesday Football Club Hillsborough Sheffield S6 1SW Tel: 03700 201867 Email: Please email the relevant department: Football and Academy: footballenquiries@swfc.co.uk

Ticketing: ticketenquiries@swfc.co.uk

Commercial / Matchday Hospitality: commercial@swfc.co.uk

Retail: retail@swfc.co.uk

Media & Communications: mediaenquiries@swfc.co.uk

Marketing: marketingenquiries@swfc.co.uk

Stadium Operations: operationenquiries@swfc.co.uk

Non Matchday Events: events@swfc.co.uk

Website: www.swfc.co.uk

Chairman & Directors Chairman – Dejphon Chansiri

Club Staff

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Finance Director – John Redgate Club Secretary - Lindsey Hinton General Manager/Disability Liaison Officer - Alastair Wilson Director of Communications - Trevor Braithwait Commercial Director: Liam Dooley Community Manager - Marcus Brameld Stadium Operations Manager – Richard Stanford Supporter Liaison Officer – Joe Braithwait

This Customer Charter is reviewed on an annual basis. Signed

John Redgate, Finance Director Dated 16 August 2020